Wrong Product:  

 

If a client receives the wrong product, the client must notify us within 10 days of receiving the order.  

 

If it is past the 10 days, we will offer a one time courtesy, however it can't be past 30 days.

 

Customer Service will let the client know we will offer a one time courtesy, and if it happens again, to let us know within 10 days. 

 

Suggest to the client that they check their products upon receipt.  

 

Shipping Clerk will need to send them a return label to have them send the product back. Processing a Return Label

 

Shipping Clerk to ship the correct product right away.  (Especially if they are In-Program)

 

The client does not pay for shipping if a product is missing from their order.

 

Customer Service to let the client know that if we don't receive the wrong product back in 10 days, we will charge them for the product.  

 

Once we receive the wrong product back, you don't need to do anything in Finale, you only need to put it back on the shelf.

 

Since the wrong product wasn't on the packing slip, it wasn't verified, therefore it was not removed electronically.  It was only physically removed from the shelf.  

 

Missing Product:

 

If a client is missing a product from their order, the client must notify us within 10 days of receiving the order.  

 

If it is past the 10 days, we will offer a one time courtesy, however it can't be past 30 days.

 

Customer Service will client know we will offer a one time courtesy, and if it happens again, to let us know within 10 days. 

 

Suggest to the client that they check their products upon receipt.  

 

Shipping Clerk will need to send them a replacement ASAP.

The client does not pay for shipping if a product is missing from their order.

 

Since the missing product shows that it has been verified on the packing slip (in ShipStation), the system removed it from Finale. 

 

But when you create a new packing slip in SS to send the missing product, it will be taken out of Finale again.  

 

Therefore, it will show that it has been removed twice, when really only one has been removed.

 

We need to make sure we are adding these back to Finale by doing a Stock Change.  

 

Log into Finale

 

Click on Stock Changes

 

Enter the Product Name

 

Change Quantity to Add 1

 

Select Reason choose Added to Client Order

 

Note: Add Missing from Order

 

Commit Stock Change